Payments and charges

Having problems paying?

If you’re having difficulty meeting your payments, please email or call us on 0300 555 0500. (Text relay: 18001 0300 555 0500). We’re here to help.

Direct Debit


Direct Debit

With a Direct Debit, payments come straight from your bank or building society. Once your regular payment is set up, you’ll only hear from us when the amount owed changes.

The easiest way to set up a Direct Debit if you’re the person named on the lease is to sign in to your online account. If you don’t have an account yet, you can register now. If you’re not named on the lease, you’ll need to contact us.

Other ways to make a payment

Pay online

Pay online

It’s quick and easy to make payments using your secure CHP online account. Simply sign in and follow the ‘Make a payment’ instructions. If you don’t have an account yet, you can register now. All you need is your customer reference number. Once registered, you’ll be able to access a much wider range of services, report problems and manage your personal details. All at a time that suits you.

Standing order

Standing order

To set up a standing order, you need to contact your bank or building society and give them our bank details. You can find these by simply signing in to your online account and following the ‘Ways to pay’ instructions.

Debit or credit card

Debit or credit card

We can take debit or credit card payments over the phone. Or we can set up a regular payment direct from your debit card. Call us on 0300 555 0500 to make a single payment or set up a recurring payment. (Text relay: 18001 0300 555 0500).

A guide to understanding service charges

What are service charges?

Service charges are an amount you pay to cover the costs of maintaining communal areas for your building and/or block.

What do they include?

The charges include communal lighting, repairs, cleaning and gardening, as well as buildings insurance and management fees. Your lease explains what we do and don’t charge for in more detail. As well as service charges you may also have to pay ground rent, which is rent paid by the leaseholder to the owner of the land.

How are service charges calculated?

At the beginning of each financial year, we estimate the cost of communal services based on the actual costs from the previous year. We charge you your share of that estimate and divide it into equal monthly payments. That way you don’t have to pay the whole amount in one lump sum.

What happens when the cost differs from the estimate?

The actual cost of these services can be more or less than the estimated amount and we calculate this at the end of the financial year. We'll send you an actual service charge statement within six months. If the actual cost is more than the amount we estimated the difference will be added to your service charge account and you need to pay it within 28 days. If you pay by Direct Debit this amount will be added to your usual payment. If the actual cost is less than the amount we estimated the difference will be added as credit to your service charge account.

Leasehold fees

We charge all leaseholders a fee to help towards the costs of delivering services to you, your property and neighbourhood. We also charge an Leasehold administration fees[pdf] 119KB for some other services we provide such as a lease extension.